Purpose of the Job
Responsible for managing in-person customer interactions, addressing inquiries, lodging complaints, and ensuring effective resolution of customer concerns. The role also provides support to the Call Centre Supervisor in daily operations.
Key Duties and Responsibilities
The Walk-in- Customer Officer shall therefore be responsible, but not limited, for the following:
- Serve as the first point of contact for walk-in customers, providing prompt and professional assistance.
- Receive and log customer complaints, inquiries, and service requests, ensuring accurate documentation.
- Assist in resolving consumer complaints by coordinating with relevant departments and tracking resolution progress.
- Educate customers on electricity regulations, payment solutions, billing issues, and service processes.
- Escalate unresolved complaints to the appropriate teams and follow up to ensure timely resolution.
- Maintain proper records of customer interactions and feedback for reporting and service improvement.
- Ensure compliance with company policies, service level agreements (SLAs), and regulatory guidelines.
- Support the Call Centre Supervisor in executing daily operational activities.
- Perform other duties as assigned by the Call Centre Supervisor or management.
- Prepare periodic reports for the attention of the Call Centre Supervisor.
- Perform any other tasks as assigned by the Call Centre Supervisor.
Minimum Educational & Professional Qualifications, Experience and Knowledge
- Higher National Diploma or its equivalent in Business Administration or Social Science is required.
- Minimum of 3 years of work experience in customer service roles in the Electricity Supply Industry.
- Full Membership of a Relevant Professional Body.
Attributes and Competencies
- Strong knowledge of Electricity Regulations and Policies.
- Customer Service Orientation and ability to handle difficult situations professionally.
- Understanding of Payment Solutions and Billing Strategies.
- Strong Communication and Interpersonal Skills.
- Problem-Solving and Decision-Making Abilities.
- Proactive Approach to issue resolution and customer engagement.
- Ability to multitask and work efficiently in a fast-paced environment.
Eligible candidates meeting the required qualifications and experience for the vacant positions should submit their applications, under confidential Cover Letter, either by courier or in person enclosing Copies of Certificates, detailed Curriculum Vitae (CV) with names, e-mail addresses and telephone numbers of Three (3) Traceable Referees to the following address;
The Human Resources and Administration Manager,
Nigerian Electricity Supply Corporation (Nigeria) Limited,
10 Barkin Ladi Road,
P. O. Box 15, Bukuru, Jos South,
Plateau State,
Nigeria
With Electronic Copies to: E-Mail Address -: nesconi@aol.com
Applicants are required to submit a single PDF document named ‘[Full Name] – [Job Position] – Application’.
Only shortlisted applicants will be acknowledged and invited for interviews.
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